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Years ago, customer service was thought of as an insignificant factor in marketing.  However, over the years, growing opportunities for customers to connect over the internet has made customer service a huge factor in business that profoundly affects customer retention.  Many businesses are now motivated to improve customer support, but there are a few underrated skills to grasp as discussed below.

 

When a customer asks a question or voices a complaint, don’t look at the issue superficially.  Instead, use the customer’s purchase history and account information to study their needs.  You could also utilize web tracking tools to understand the customer better.  Aside from that, make sure you respond to the issue in a way that addresses any possible problems in the future.

 

Many firms now have small business websites and social media accounts which they use to give information about their products, as well as support platforms for their customers.  Unfortunately, some businesses fail to share the truth about the information they post.  In order to be trustworthy, you must be honest about your products’ features and benefits while noting any dangers or side effects.

Nowadays, there are a variety of customer support tools that can be integrated with small business websites and email systems to help firms respond to customers’ questions promptly.  While these are extremely useful, it would be better to tweak the messages sent out to sound more authentic.  A great way to do this is to refer to a customer by name and use words (such as us and we) to gain their trust.

 

Good customer service isn’t conducted randomly; it’s an organized process with various steps, running from initiation to the closing.  If you or your team repeatedly experience difficulty in pleasing a customer, maybe it’s time to have an expert assist you through the process.  The skills highlighted above are some of the most neglected, take the time to learn them so you’re in a better position to keep customers happy and retain them.

With each passing year, the graph of e-commerce sales keeps rising over that of offline sales.  Though this is good news for online sellers, it creates a highly competitive environment as more people are drawn to online selling.  For a small-scale or new online retailer, attracting loyal customers to your website might seem like an overwhelming task.  But, adhering to the strategies below will make the process a lot easier.

 

When it comes to persuading a customer to make a purchase, nothing works quite as well as another customer’s approval.  Research has shown that most customers check the reviews of products before buying them.  Unfortunately, not many customers leave reviews since it takes time.  In order to increase reviews, create a star ranking system as it eases the process for a customer to leave a review.

A website that gives a sense of security regarding a customers’ information is bound to close more sales than a website of questionable credibility.  To be on the safe side, use an Indianapolis website design that is highly responsive on all devices and make sure clear payment procedures are in place.

 

The ultimate goal of an e-commerce website is to generate more sales.  A few customers just browse through the products on your website and remain unsure about what to purchase while others will view the products with a plan to return and make a purchase.  Consider using software to study how visitors navigate the website and offer them recommendations or send them email reminders when suitable.

 

A marketing plan without a means of analyzing the performance isn’t very helpful.  Instead, use a web analytics tool like Google Analytics to track sales and conversions as it helps identify where there is room for improvement.  Resources may be limited with some small businesses but a good customer base can be built by using these basic strategies and tweaking your Indianapolis website design to be more user-friendly.

One of the most important business trends in 2019 is the ongoing shift from traditional to digital ways of conducting business.  Firms are investing more each year in e-commerce and content marketing on small business websites and social media.  In order to compete at a high level this year, you need a digital strategy that helps you engage with your current clients while drawing potential customers.

 

According to a trustworthy data company that specializes in online statistics, mobile internet traffic in 2018 stood at 48%.  With mobile traffic being projected to continue trending upwards in 2019, it makes sense that small business websites which are optimized for mobile will have an advantage.

It’s important to note that most consumers use different devices for various reasons when accessing the internet.  While a majority of people use smartphones for emailing, social media browsing, and catching the latest news, desktops are preferred for making purchases and reading reviews.  Therefore, it’s best to adopt a multi-platform approach, ensuring your content is displayed flawlessly on both desktop and mobile.

 

A robust digital marketing strategy is one that involves frequent assessments of the results.  Using tracking tools like Google Analytics to view actions on your website helps you know what is effective and what isn’t so you can take the appropriate steps for improving performance.

For instance, there are some customers who visit an e-commerce website and check out just before completing the purchase process.  When tracking tools are used, it helps identify the rate at which that happens and any possible reasons.  It may also improve how you distinguish the performance of various marketing platforms so you can invest more in the ones that are effective.

Growth in business today isn’t a matter of guessing; it requires a scrupulous business leader that knows how to strategize.  Utilize digital marketing tools this year to thoroughly analyze where your customers spend time on the internet and offer them enticing but relevant content!